At recent stay in August 2012 rooms were not ready on arrival therefore my arty left luggage with concierge. On return a few hours later the concierge brought the cases from the luggage room for however 1 was not mine. Durring this time a very loud bang was heard emanating from the luggage room. The concierge returned to the room and 2nd time lucky returned with the correct item, my wifes Aluminium Zero Halliburton vanity case which now sported a deep gouge in the corner. Having complained to the concierge he offered no apology and would not accept the hotel had caused the damage. On referral to the duty manager I received the "luggage left at owners risk" statement given. Not happy with this response the duty manager and a colleague visited my room to photograph the damage. On check out the following day no apology and no offer to repair the damage was given. Having no satisfaction from the hotel staff I requested my complaint be forwarded to senior management for a response. 1 week later on the 1st Sept an email arrives advising of the contact details for the Group General Manager but no correspondence from her. 3 weeks later and still no new correspondance received I forward an email to the group General Manager chasing for a response and as of today still nothing. Being a Hilton Diamond member and Intercontinental Platinum Ambassador I respect good service and give great loyalty to those who deliver. For this stay my party had 6 rooms booked however this played no relevance in the service offered also. For the Grange City Hotel and their group I can confidently state that I will never use their facilities again and would strongly recommend that they review their management skills both at site and senior management level.
- Official Description (provided by the hotel):
- The Grange City Hotel is a spectacular luxury 5 star hotel. Superbly located with unique panoramic views over the City and just a gemstone's throw away from the Tower of London, the Grange City represents a first for a hotel of this standard in the City. ... more less
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- Also Known As:
- Grange City London
- Hotel Grange City
- Grange City Hotel London, England